Main touch points and basic requirements for property customer service

Main contact points and basic requirements for property customer service

Introduction: In the property management process, there will be direct contact with customers through many window services. If the window service can be achieved to the extreme , the customer's impression score will be greatly improved. Below are the main contact points and basic requirements for property customer service that I bring to you. I hope it will be helpful to you.

Contact pedestrian entrance and exit 1

*The safety officer’s clothing is neat, his hair is low, his face is clean, and he is well-groomed.

*Safety officers are cordial and friendly to customers: they actively nod, smile or say hello to customers coming in and out. If you encounter a customer's inquiry or need to take the initiative to negotiate with them, you must salute, use civilized and polite language, and accept and deliver items with both hands.

*Identify outsiders and politely inquire, verify, register and provide guidance.

*The guard booths and service desks are intact and clean; items are neatly placed.

*The access control is in normal use, without damage or rust, opens normally, has moderate strength, and has no collision sound when closing; the signs are not damaged, clean and clear.

*The sun umbrella and umbrella base are not damaged or faded, and are rolled up neatly when not in use.

*The floor is free of debris, stains, water accumulation, and obvious dust accumulation.

*The surrounding flowers, plants and trees are growing well, neat and beautiful, with no dead branches, yellow leaves or exposed loess.

*Lighting at night is normal.

Contact car dealership entrance and exit 2

*The safety officer’s clothing should be neat, his hair should not be too loud, his face should be clean, and his appearance should be well-groomed.

* Maintain a good posture when there are no vehicles entering or exiting; when vehicles approach or when waiting for customers to roll down their windows, take the initiative to look at customers, smile and salute. Use polite and courteous language when talking to customers, and use both hands to receive and deliver items.

*Proactively provide bills for a fee (the bills are smooth and clean), and throw invoices that customers do not want into the waste box.

*Traffic signs are complete, undamaged, clean and clear.

*The guard box and awning are in good condition, without damage or fading.

*The barrier gate opens normally; the card reader and barrier gate are clean and there are no paint spots.

*The brightness of the lighting at night is moderate and not dazzling, and the safety officers wear reflective clothing.

* The deceleration slope (road crown) is firmly fixed, and the bolts are not protruding, damaged or mottled.

*The road surface is free of damage, debris, stains, and water accumulation.

*The surrounding flowers, plants and trees are growing well, neat and beautiful, with no dead branches, yellow leaves or exposed loess.

Contact points roads and squares 3

* Strengthen the frequency of patrols and cleaning of main roads and squares before the rush hour to ensure that there is no garbage and debris on the road, and the traffic is fast, safe and efficient. sequence.

*Promptly inquire suspicious and idle persons in the community; promptly discourage and stop uncivilized behaviors (including uncivilized pet raising, etc.).

* Be cordial and courteous to customers you meet on the road, slow down (slow down or stop at bicycle patrol stations) and give way. When making eye contact with customers, you should nod, smile or say hello. If you are asked by a customer or need to take the initiative to negotiate with them, you must salute (get off first at the bicycle patrol station); use civilized and courteous language when talking to customers, and use both hands to receive and deliver items.

*The road surface and curbs are smooth and free of dents, damage, and looseness.

*The railings and handrails are not damaged, and the paint is not mottled or rusted.

*All signs are undamaged, clean and clear.

*The entertainment facilities are clean and tidy, the paint is not mottled or rusty, and there is no equipment noise when the owner is active.

*The covers of rainwater (sewage) ditches (wells) are not damaged, blocked, or loose, and there are no lifts or noises when vehicles pass by.

*The deceleration slope (road crown) is not damaged or mottled.

*The lighting of street lamps (floor lamps) is normal, there are no spider webs, there are no accumulations of insect corpses in the lampshades, and the lamp poles are clean and free of mottled rust.

*The floor is free of debris, stains, water accumulation, and obvious dust accumulation.

*If operations are being carried out, corresponding signs should be placed. When a customer passes by, the operation should be stopped and continued after the customer passes by.

Contact Waterscape 4

*The water quality is clear, the bottom of the pool is clean, there is no mud or debris, there are no obvious floating objects on the water surface, and there is no odor.

*The reminder signs are sufficient, clear and obvious, and there is no damage or fading;

*The plants in the water and on the shore are growing well and should be taken care of regularly.

Contact Parking Lot 5

*There is a dedicated person to take care of the parking lot, and the traffic command actions are standardized; no parking spaces are occupied.

*The lighting is normal, and the lamp poles and lamp holders are not mottled or rusted.

*The gear lever has no damage, stains or mottled paint.

*All types of signs are complete, undamaged, clean and clear.

*The ground is smooth, clean, free of debris, water, dents, damage, sand and obvious dust accumulation. There are no stains or damage on the wall. There are no leaks in the ceiling.

*The drain grate is not damaged, blocked or loose.

* The deceleration slope (road crown) is firmly fixed, and the bolts are not protruding, damaged or mottled.

*Protruding equipment (valves, etc.) have anti-collision signs and facilities.

*The fire evacuation indicator light in the underground garage is bright and eye-catching.

*The underground garage is equipped with fire extinguishers, which are neatly placed and free of rust. They are inspected regularly to ensure normal use.

*Pedestrian entrances and exits are well lit, access control is in normal use, door bodies and handles are intact, and surfaces are clean.

Contact fence 6

*The fence (rail) is intact and firm, with no damage, mottled, stained, or graffiti.

*Install perimeter infrared or electronic fences on the outer walls and test them every day.

*The lower and easy-to-climb fences are equipped with anti-climbing facilities (anti-climbing thorns, glass slag, etc.), which should be inspected daily to ensure they are in good condition.

Contact Publicity Column 7

*The publicity column is clean, without fading, mottled, rusted or damaged, and the markings are clear.

*The lighting in the publicity column at night is normal, there are no loose wires or exposed threads, and there are no insect corpses in the publicity column.

*The posting location is appropriate, the posting is smooth, neat and beautiful.

*The notification font size is moderate, the content is appropriate, the sentences are smooth, and the wording is appropriate.

*Signed and stamped, valid until removed in time.

*No random posting (it is strictly prohibited to post on the unit door, garden door, or entrance door).

Contact garden door, unit door 8

*The garden door opens normally, with moderate force, and there is no collision sound when closed.

*The handle is stable, no looseness, no paint spots, and no rust.

*There are no random stickers or stains on the door, and there are anti-collision signs on the glass door.

*The access control works normally, the intercom system has clear voice, and the staff speaks in a standardized manner.

*The card reader (password) and various signs are not damaged, clean and clear.

*The glass awning is intact and solid, with no garbage or obvious dust accumulation.

*In winter, red velvet cloth can be wrapped around the group door and unit door handles of the park for cooling.

　Contact Garden 9

*The ground is free of debris, dust, stains, and water; cleaning efforts will be strengthened during peak hours.

* The facilities are firmly installed, without fading, mottled, rusted or damaged, and the markings are clear.

*The entertainment facilities are clean and tidy, the paint is not mottled or rusty, and there is no equipment noise when the owner is active.

*Flowers, plants and trees are growing well, neat and beautiful, there are no dead branches, yellow leaves, exposed loess, there are no debris in the green belt, and there are no hanging objects on the trees.

*The power switch box and power distribution room door should be locked.

*The road is smooth and has no dents, looseness or damage.

*Leisure tables, chairs, sculptures, floor lamps, etc. are free of dust, stains, and cobwebs.

*There is no accumulation of debris on the overhead floor, the walls/floor are clean and not damaged, and the pipes are clearly marked.

Contact trash can 10

*The trash can is in good condition, with no stains, no paint peeling or damage on the outside, and no overflow of garbage.

*There is no scattered or bagged garbage around, no odor, stains, breeding of mosquitoes and flies, and cross-flow of sewage.

*Construction waste in the community shall be piled up at fixed points and cleared at regular intervals, and there shall be no random accumulation.

*Special garbage generated by restaurants, supermarkets and other businesses in the community should not be placed randomly and should be removed in a timely manner so as not to pollute the community environment.

Contact Lobby (Elevator Hall) 11

* Sufficient light and fresh air.

*The glass door in the lobby has anti-collision signs.

*The floors, walls, doors, windows, and ceilings are free of scratches, dust, debris, and stains, and the stone floors are polished regularly.

*Bulletin boards, mailboxes, fire hydrant boxes, electronic displays, fans, signs, etc. are in good condition and free of dust and stains.

*Sofas, coffee tables and decorative items should be kept clean and free of dust, damage, fading and mottled areas.

*Indoor potted plants grow well and the bottom of the pot is clean.

*The elevator button panel is in good condition, without dust or stains.

*Trash cans and ashtrays should be cleaned promptly.

* Place the signs promptly on rainy days and slide them carefully.

Contact 12 in the elevator

* Sufficient light, good ventilation, and no odor.

*The floor is free of debris, dust, and stains, and the stone floor is polished regularly.

* Car walls, mirrors, frames, handrails, ceilings, signs, etc. are bright; no scratches, dust, stains, or spider webs.

*Smooth operation without abnormal vibration.

*Post elevator safety tips, annual inspection certificates (valid), and no-smoking signs.

*The floor display is correct, the anti-pinch function is effective, the emergency call button is effective, and the rescue phone number is publicized.

*During the renovation period, there was no obvious odor in the car, and the protective panel had no obvious damage or stains.

*In case of elevator repairs and maintenance, customers will be notified in advance, and warning signs and protective fences will be set up on site during maintenance.

Contact point corridor 13

*The floor of the corridor is smooth, with no debris, no dust, no stains, and the floor tiles are not damaged or falling off.

*The walls and ceiling are free of damage, stains, and spider webs.

*Doors, windows, handrails, fire hydrant boxes, fans, etc. are free of dust, stains, mottled, and spider webs.

*No odor and good ventilation.

*There is sufficient light and the light switch functions normally.

*The smoke-proof door opens normally, without spots or rust; the door closer has moderate strength and there is no impact when closing.

*The paint on the fire box and fire extinguisher is free of rust and mottled; it opens normally, the fire extinguisher pressure is normal, and there is no dust accumulation. Fire belts, gun heads, and hammers are fully equipped; check signs are neatly posted, records are normal, and there is no dust in the box.

*The floor markings are clear and undamaged.

* Fire evacuation diagrams are posted on upper floors.

*The fire evacuation indicator light works normally, the circuit break test is normal, and the power outage lasts for more than 15 minutes; the emergency light is dust-free and works normally.

-When cleaning staff encounter customers traveling in the corridor, they pause their work, nod and smile, and step aside to let the owners pass.

Contact Shop 14

*There are no garbage piles, road occupation, random placement of items, or random hanging of promotional posters around the shop.

*No pulling wires randomly.

*The ground is free of debris, dust, oil and water.

*No oil smoke pollution or noise nuisance.

*There is no gathering or making noise among store personnel.

*The equipment in the fire box is complete, intact and inspected regularly.

Contact front desk 15

*The environment is clean, tidy, bright, with moderate temperature, fresh smell and appropriate decoration.

* Walls, doors, windows, publicity frames, information racks, signs, etc. are free of dust, stains, and spider webs.

*The countertop is neat and tidy, items are placed neatly and orderly, documents are placed in categories, and the appearance is unified.

*The waiting area has chairs (sofas, etc.) for customers to rest, a water dispenser, and newspapers and magazines.

*Service staff are neatly dressed, full of energy, elegant in speech and behavior, and receive and deliver items with both hands. And make it the same whether there are customers at the front desk or not.

*Strictly implement the service standards of "smile when you meet, say hello proactively, and stand up to serve".

*Customers need to apologize for waiting for a long time? Sorry, long wait? Wait.

* Communicate with customers or make them wait for a long time and you need to pour water for them.

* Carefully record the opinions expressed by customers in person, and ask customers to confirm.

*If the charge calculation process is involved, please ask the customer to witness it, charge the bill, and use new money as much as possible to make change.

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*Air conditioners, fax machines, and copiers are in normal use.

*The sofa and coffee table are clean and tidy.

*Indoor potted plants grow vigorously and the bottom of the flowerpot is clean.

* Stand up and say goodbye when the customer leaves.

Contact Club 16

* Sufficient light and fresh air.

*Heating/air conditioning is working properly to ensure appropriate ambient temperature.

*Service staff should be neatly dressed, full of energy, polite in words and deeds, use civilized and polite language, and receive and deliver items with both hands.

*Strictly implement the service standards of "smile when you meet, say hello proactively, and stand up to serve".

*The floors, walls, doors, windows, and ceilings are free of scratches, dust, debris, and stains, and the stone floors are polished regularly.

*The railings and handrails are not damaged, the paint is not mottled, and there is no rust;

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* Objects and utensils are arranged in categories, neat and clean; all types of equipment and facilities are not damaged, are in their original color, and have no obvious dust or stains.

*Sofas, coffee tables and decorative items are clean and tidy, free of dust, damage, fading and mottled appearance.

*The elevator button panel is intact and free of dust and stains.

*Trash cans and ashtrays should be cleaned promptly.

*Flowers, plants and trees are growing well, neat and beautiful, with no dead branches, yellow leaves or exposed loess. Indoor potted plants grow vigorously and the pot bottoms are clean.

Contact Telephone Communication 17

*Answer the call promptly within three tones, announce your home address, use civilized and polite language, and have a soft and friendly tone of voice.

*If you fail to answer the customer's call in time, you must call back and apologize.

*Listen carefully, do not interrupt customers at will, record customer problems clearly, and repeat the content for customer confirmation.

*During holidays, send blessing text messages to owners (residents).

*Send SMS notifications to owners (residents) for important notices or large-scale community cultural events.

Contact point public facilities maintenance 18

*Inform in advance (post work content and time);

*Safety reminder (place safety reminder signs

Contact point door-to-door housekeeping maintenance 19

*One exemption: Completed within 10 minutes, labor fee is waived (Note: No external commitment, each company will implement it after evaluating the actual situation of the project) ;

*Second cleanliness: The work site is clean and tidy, and repair orders are filled in neatly;

*Third requirements: 1. Be on time (Note: Emergency repairs will be on site in 10 minutes, and minor repairs will be at the scheduled time Be present), 2. Comply with the employee code of conduct, 3. Actively ask if there are any other service needs;

*Four belts: one belt for tools, two belts for floor mats, three belts for rags, and four belts for shoe covers.

*Do not drink or eat at the customer’s home, politely refuse gifts from customers, and say goodbye politely when leaving.

Contact point door-to-door communication interview 20

* Try to make an appointment before visiting; knock on the door (ring the bell) softly, leave an interval between the three sounds, and step back slightly to wait.

* Dress neatly and standardly, be energetic, and behave in an elegant manner.

*Smile, say hello, introduce yourself and explain why.

*Wear shoe covers when entering the house, sit upright, and politely refuse gifts from customers.

* Carry a notebook with you to check customer information and carefully record customer opinions.

*Do not evaluate customers arbitrarily.

*Leave service business cards, convenience cards, etc. for customers before leaving.

* Say goodbye when leaving. ;